Managed Services Engineer

Overview

We’re looking for a full‑time PS Managed Services Engineer to handle service requests and incidents for Managed Services Clients, working directly with customers to gather information and provide support.

Responsibilities

• Act as primary point of contact for submitting a Service Request or Incident ticket for Managed Service Clients.
• Process designated Service Requests for password resets, Profile changes, and Authentication via designated admin application.
• Conduct remote probing and troubleshooting for Managed Service Clients’ designated Application or Hardware‑related issues.
• Assign tickets to the Secondary and Senior levels of support for unresolved issues within scope under knowledge‑based resources.
• Collaborate with service partners such as Avaya, etc. for any hardware defects based on recommendation from resolver groups.
• Manage Service Level of support cases created with Service Par...